Customer Engagement Manager

🕒 Julho 1

🔔 Pennsylvania – Remoto

🔔 Pennsylvania – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

🦅 Patrocina Visto H1B

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IntegriChain

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

💼 Consultoria

📦 Logística

⚕️ Seguro de Saúde

💰 Private Equity Round em 2016-03

Consulting • Logistics • Healthcare Insurance

A IntegriChain é um fornecedor líder de soluções orientadas por dados, projetadas para aprimorar a comercialização e o acesso ao mercado farmacêutico. A empresa oferece uma plataforma extensa que integra estratégia, dados, aplicativos e infraestrutura, adaptada especificamente para apoiar a comercialização de terapias. A IntegriChain fornece análises, aplicativos e serviços gerenciados que ajudam os fabricantes farmacêuticos a otimizar o alcance e a rentabilidade de seus medicamentos, aproveitando dados de canais, pacientes e pagadores. Seus serviços incluem consultoria estratégica e operacional, cobrindo aspectos chave como contratos, preços, acesso a pacientes, distribuição e logística.

Descrição

• Own end-to-end resolution of complex customer data questions and issues; drive cross-functional resolution by anticipating roadblocks and taking action based on impact analysis • Own the preparation, delivery, and follow-through of Quarterly Business Reviews for both corporate and enterprise accounts, including performance data analysis and strategic recommendations • Deliver regular customer satisfaction evaluations and ensure customer satisfaction scores remain at or above the company defined standard; Enhance ongoing data processing and deliver efficiencies through critical analysis of data architecture and usage via applied continuous improvement • Drive process flow analysis and process redesign when applicable • Understand each customer's business needs and pain points, act as our advocate to explain the value IntegriChain services provide, and drive usage of the products to which the customer subscribes • Manage the communication of timelines, change requests, and status reports of all corporate customer associated projects • Proactively identify, escalate, and lead the response to customer churn risks; develop and own action plans to address concerns, leveraging cross-functional teams and data-driven reasoning to influence outcomes; Develop, document, train and update processes as they relate to the customer • Collaborate with subject matter experts, developers and QA teams to manage delivery of newly defined analytics and reports from start to finish • Lead the creation of project plans for custom requests and enhancements; guide internal stakeholders through task execution within assigned modules, track progress, and ensure timely team delivery • Lead training, documentation, and delivery efforts; coach and develop junior team members on best practices across 2–3 modules and share knowledge cross-functionally • Define, document, and gain customer approval for new and enhanced report requirements to provide analytical, reporting and data mart structures that enhance data visualization • Evaluate and recommend new technologies or process change that will enhance the current environment or provide greater business advantage • Coach and develop Customer Engagement Associates on account leadership, complex problem-solving, and customer communication; informally lead project pods or team initiatives as needed • Propose process improvements that eliminate toil within the department

🎯 Requisitos

• Preferred: experience working for a Saas provider with knowledge of support models • 3+ years of analytics experience, preferably in the pharmaceutical industry • 4+ years in a customer engagement, customer success, or account management role; demonstrated ability to build trusted relationships, resolve escalations, and influence outcomes across internal and external stakeholders

🏖️ Benefícios

• Excellent and affordable medical benefits + non-medical perks including Student Loan Reimbursement • Flexible Paid Time Off • Paid Parental Leave • 401(k) Plan with a Company Match